If you have been to a Post Office with a kiosk, but opted to wait for a clerk instead, what was the basis for your decision?

Postal customers often choose to stand in line at the counter of their local Post Office, even as an open self-service kiosk sits nearby. In some cases, customers might prefer to interact with a window clerk, perhaps to make sure they purchase the right service or because they want to buy a specialty service not available from the automated kiosk.

But some customers might be unaware that they can get many of the same services at a kiosk that they get from the window. For example, they can buy postage; weigh and send packages; use the ZIP Code lookup feature; and obtain fairly large quantities of First-Class Mail stamps (up to 100 self-adhesive packets). With about 2,500 kiosks in 2,300 retail locations and many of them accessible 24 hours a day, 7 days a week, kiosks are convenient and fairly simple to use.

Consumers have grown so accustomed to using self-service kiosks, including automated teller machines and airline ticketing kiosks, that many people barely remember a time before them. In grocery stores across the country, customers are now choosing to scan and bag their own groceries at self-service checkouts, even though it saves them no money to do it themselves. Yet, consumer backlash against completely automated customer service is growing, especially in some industries such as banking. For example, TD Bank now promotes itself as a bank with “humanity,” using the catch phrase “bank human again.” It seems customers want choice: automation when it’s convenient and human interaction when it is needed.

Does the Postal Service have the right balance of automated options and the human touch? Should it consider expanding the use of self-service kiosks to retail locations that will be operating at reduced hours (less than 8 hours per day)? What could the Postal Service do to increase public awareness and use of self-service kiosks units? Or do you think the public prefers working directly with a person at the window?

Comments (168)

Please get a kiosk in South side of Chicago because these clerics take forever and I don't have time to be waiting over 30 minutes just to mail something geesh.

Jan 22, 2018

DM

3 of the 4 Kiosks in the Charlotte area are out of order, They have been for weeks now.
The doors to the package drop off are broken. One has opted to putting a bin outside under the door for package drop off. This seems highly insecure.

Jan 15, 2018

Pat

Only takes credit cards, and only does lables. Let alone a specialty stamp

Dec 20, 2017

Rebecca H

Hoover, AL main post office South of Birmingham, AL tonite - message on self serve kiosk when trying to mail xmas - Sorry, I’m not able to that right now. Whaaat?!?! The week before Xmas. Only self serve in area. Thanks a lot USPS.

Dec 18, 2017

Karen

Saturday night and I wanted to mail out bills, used the kiosk and all it printed was a receipt! Like I didn't already have a long day USPS taking my money makes me so angry. Thanks for nothing.

Dec 09, 2017

Anonymous

Yep, kiosk took my money and gave me no stamps. Sunday, so no one to help. Thankfully it was only 10 stamps and not, say, a $15 postage label. Either have them running only during business hours when an employee can assist, or give the consumer some way to report/dispute this problem. I know the USPS is having money problems, but stealing it through the kiosks isn't a valid way to make up some of it.

Nov 26, 2017

Anonymous

just used self-service kiosk, Burlington MA - failed to print out a sheet of stamps - its small amount, but still bugs me not getting what I paid for.

Nov 17, 2017

Jonah Strykowski

yup me to... "I just got a package returned for inadequate postage after using self-serve"?

Nov 04, 2017

jim bean

I prefer to talk to someone especially if I am not sure what method of postage I need. So I would have to go with clerk.

Oct 27, 2017

Tammy Blanton

I used the kiosk for priority overnight and it took two weeks. I had the package tracked and it was just sitting at the destination post office.

Oct 21, 2017

Shelly Webb

Because it's too easy to not pick the right option. Needs a picture menu. Example: I mail a lot of watches in small padded envelopes that are rated as package service. Today my boyfriend used the kiosk, imputed it as a large envelope. 1/2 price. But is it going to show up w postage due?? Be returned?? Who knows! No tracking# on this receipt either. Now a customer is unhappy & his gift for his wife might be late.

Oct 14, 2017

eva kaustinen

I just got a package returned for inadequate postage after using self-serve?

Oct 07, 2017

Joseph Sands

Don't use Kiosk for Priority mail express! I recently send a document to Texas, and it took 4 days to arrive. I went to the post office for a refund, and they said that without the Express mail form, I can't get a refund. I asked why, he said, without the form there is no way to prove you mailed the item in a timely manner. I then showed the online tracking showing "USPS in Possession of item" at 9:48 AM (Cut off was 3:05 PM). He said, "that doesn't matter, its just a website" I said, it's the USPS website, your website. He said sorry sir without the form I can't process a refund. I checked online via the USPS website, and the supervisor is wrong. I'm bringing a form 3533 request for refund form with me, and going to try again with a clerk who knows what they're doing. Mean time, for Express mail DONT USE THE KIOSK!

Sep 27, 2017

Shannon Christine

I will tell you this -- the clerks have told me 3 different things in regards to sending 8x5 flat bubble mailers. They say if it is flat (these are almost paper flat like an envelope) and can fit through "mail slot" (that they showed and demonstrated to me on some cardboard example behind the counter) and under the one ounce (which they are) it would only cost the regular first class amount. I sent them through the clerk which was the $.49 or whatever. As I send items out after hours due to day job; my plan had been to utilize the kiosk now that I (supposedly) had confirmation on how much it would be. The items mailed through the clerk all went to recipients fine. Same exact mailings, through kiosk (50 of them!!!) about 24 of them had arrived to their destinations while the rest were MIA! TWO AND A HALF WEEKS later ...... after having to refund almost $300 to customers, deal with a temporary suspension of my business during an appeal, expend more funds to build back inventory; and basically have my awesome reputation in what I specialize in destroyed .... I get almost 20 of the mailings returned to me stating POSTAGE DUE. And not ONE PERSON can explain to me why, and not one person there will provide the extra postage even though they "taught" me; or ... even a "sorry". Why is it the same exact items were delivered fine in 2-3 days through a clerk and the 2 times I have used the kiosk I got screwed? This is why I do not utilize it and never will again. I really do not even want to use the post office period after this!!!!! They promoted it and based on what I agreed with them at the time, convenient .... it ruined what I worked very hard to build that was going to be my full time gig. Never again.

Sep 01, 2017

Heather

I used a kiosk to send a medium box package and I didn't give me a receipt and I didn't know why because I had never used one before. So now my package did not arrive and I have no way of tracking it now all I have is the reference number for purchase and the adress and return adress but nobody will help me.. I've tried online by phone and the sending location.. what can I do to find my package ?? Please help

Jul 21, 2017

robert symer

mailed a package via the kiosk at the post office in williamsburg, virginia zip 23188. unfortunately, i lost my receipt but have my banking transaction id numbers. the post office said they could not help me because the kiosk records of transactions was not available to them. so, very unfortunate for me. Spent $12. for a lost package that was never received. I thought with all of the banking numbers there could be a trace. not happy with a service within the post office that has no access.

Jul 13, 2017

Dale Briggs

How do I get a tracking number when the kiosk didn't provide one on the receipt - I had to return an item for refund, I mailed it back as per their instructions - but they insist on providing them a tracking number - how do I go about and get one to resolve this issue - thank you

May 23, 2017

OIG Blog Moderator

Hi Dale,
Thank you for your message. The OIG is an independent agency of the Postal Service which investigates internal fraud, waste, and abuse, and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800) 275-8777, or file an online complaint with Customer Service.

May 24, 2017

debbie mason

I get tracking labels from USPS.com and but postage from the kiosk but the post office does not scan my packages in Palatine when I drop them off. I do not print labels. how caqn this be resolved? I drop off many packages

May 22, 2017

Jane panama

The kiosk won't allow mailing of fragile items. Not sure why....

May 08, 2017

Jason

Because from the kiosk you drop your package into a "drop slot" that goes into a bin. The next packages drop into that bin also. Packages up to 70 pounds go through there. A "fragile" item stands a much better chance of being broken.

Aug 02, 2017

Dan

Kiosk no more. Have bills to mail. kiosk took my money but didn't print stamps. Used to like them. Already out $5 and no stamps to mail the bills.

Apr 10, 2017

Pete

I have a feeling USPS doesn't watch or respond to this site...

Mar 12, 2017

clerk

Haha, I am actually a USPS clerk at a small sub-station and I am browsing around while I am slow. I figured I would see what people think about us USPS workers. To be honest, because I don't work at the main post office I did not get the proper training. I mostly have to wing it when someone comes in with anything but your normal everyday packages. I am sure most of my customers think I am incompetent!

Aug 02, 2017

Shannon

I would like to know if I can send an envelope using Express mail or overnight mail using the kiosks. I couldn't find that information on your websites or in the Youtube videos.

Mar 09, 2017

Joseph Sands

Don't do it, they won't honor 1 day guarantee for express mail, as the kiosk does not provide proper documentation.

Sep 27, 2017

Kat

Yesterday, after hours I used the kiosk to purchase stamps and THE ONLY THING I RECEIVED for my $4.90 debit on my bank card WAS A RECEIPT!!! Luckily I was able to dispute the charge with my bank and will see how that turns out with good ol' USPS! I've used the kiosk twice. Both times were a disaster! They are NOT user friendly, but they ARE A RIP-OFF!

Mar 04, 2017

Corbet Perkins

Media Mail postage cannot be mailed at the kiosks. A clerk told me that is because most folks don't understand what can and cannot be mailed at this rate. The USPS needs to inform customers of the rules. Mostly, we who use this service are adults.

Mar 03, 2017

Josh Johnson

Yes, this is very frustrating. I just have books that need to mailed and can't use the kiosks!

Jul 18, 2017

Michele

They should develop a video at the kiosk to walk people through the process.

Feb 22, 2017

Michael Westlund

The kiosk at Sandy Plains Road in Marietta failed to discharge all the stamps I paid for. I bought 30 and only received 14. It did take my payment but no stamps. I am going over to handle this in the am but I want it on record. I took a picture as well.

Feb 10, 2017

Joseph Sands

Michael:
This is a common problems with the Kiosks. If you bang your hand into the area above the postage dispenser, it will usually fall out... I have had this happen several times. The clerk said its because of "static electricity" Sounds like a bad design to me.

Sep 27, 2017

Brett Landry

There must be something wrong with that machine. I used it in Feb to mail a large package to Mableton. It just came back to me today saying incorrect postage. It took over a month for them to get it back to me from mableton. That is horrible. I am now out $1.19. I should get a refund for that.

Mar 30, 2017

Melly Scofield

It is unclear what services are available and could not find online (kept getting locations site that has no link to sevices). Would also be nice if you warned customers of service that will require or might require a real person. I am seeing one link ( the location link that pops up readily online) that could have a clear link showing self-service features with pic and then a sidebar that says-- caution. You will need a real person for the following.)

Feb 09, 2017

Nancy

This. Exactly this. I have no idea if I can do insurance and mark a package as Fragile at the kiosk. I guess I'll be standing in line for the counter. I tried a google search - all I get is kiosk locations. I know the location. I just don't know if it can do the services I need or not. There needs to be a simple list right at the top of the page showing which services are available at the kiosk AND which aren't.

Apr 26, 2017

bandw

The attendance take too long and most of the time they are rude. I'd much rather deal with the machine then bad customer service. Most the time I look for the self service kiosks in my area.

Feb 07, 2017

Lisa Peters

The kiosk at my local post office just stole $4.90, I purchased some $.34 stamps then 10 forever stamps, and while the .34 stamps printed without a problem, the forever stamps never appeared. I wasn't upset until I realized there is NO way to report the problem. Clearly if I'm out buying stamps at 9 pm, I don't have time to deal with this sort of thing during the day. The phone number at my post office doesn't accept messages, nor does the 800 number AND I still haven't found a place do report it online.

Jan 31, 2017

Bernadette Sava

The window is too slow most of the time. I need 24 hour capability for any possible service especially in my area

Jan 15, 2017

Zachary Atkins

Using the kiosk, I had sent a package through first class mail large envelope that was under 13 ounces. I unknowingly opted for no tracking and the customer who I sold the product to is saying he did not receive it within the one to three days that it projects. I sent it out on the 7th and it's nail 13th of January in the customer has not said the package was received. What are my options in order to obtain information on where or when the package was delivered or sent back? Thank you.
-Zack

Jan 13, 2017

KDS

Dude, the only thing you could have done is tried to report a lost item to the post office. There is a form you would need to fill out describing the item's contents and stating who it was going to and who from. Then the post office would conduct a check to see if a package matching that description turned up in a bin somewhere. But without tracking, the odds of the post office actually tracking down your package are fractions of a tenth of a percent.

Mar 31, 2017

Theresa M Dean

I prefer the kiosk because there is barely a line or no line. I have wondered why so few people use it.

Jan 10, 2017

John Wagner

There are only two options to mail a package on the kiosk. Only the most expensive options are available. I can sit in a line and have the teller find MUCH cheaper options than are available on the stupid kiosk. FIX THIS!!!

Jan 05, 2017

Drew

The kiosk doesn't allow multiple transactions on one card swipe. I had 7 priority mail packages and there was a line behind me. Have to start over and re-insert my card for every package was enough to make me stand in line for your understaffed service with your slow as molasses, though nice, clerks.

Dec 20, 2016

MS

Yes it does. Swipe once then choose CREDIT, not debit.

Jun 01, 2017

Emma L ...

I use the Kiosk in my area constantly, even mailing multiple packages. Love it! What I found is that it does allow multiple transaction with one swipe if using a credit card. If you'll using a debit card then you must swipe after each transaction.

Feb 10, 2017

Gary Mitchell

Why isn't there an option to get a tracking number for my small package or 9X11 envelope at an automated site?

Dec 16, 2016

Peter Cooper

On December 10, I used a kiosk. Unfortunately, there was not any postage that actually printed. How should I proceed to get a refund? I have the receipt, and there is tracking information on it...but again, no actual "stamp" I could put on the package.

Dec 11, 2016

Brandi

Same thing happened to me at the Monroe, NC USPS location last night. If anyone has a clue on what to do, lemme know please!

Feb 20, 2017

Jamie

In Long Island, NY. I LOVE LOVE LOVE this 24 hour automated postal machine. I sometimes have 10 small packages and I get dirty looks from both the postal workers and customers. I hated taking up their time, and sometimes I cant do my shipping til the end of the day, so this is my dream come true. I have been using it daily and treat it well and give it a hug and blow kisses at it when I leave. I love that I can do this myself, and not take up the time of other people, and can go there on Sunday afternoon so my packages go out Monday. Thank you!

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